Network Technician/Wiring Technician

About the role

Network/Wiring Technician position located onsite in Warwick, RI for a duration of 5 months.

Responsibilities

• Respond to incoming calls, tickets, and service requests related to telecommunications issues.
• Support desk phones, softphones, headsets, mobile endpoints, voicemail, call forwarding, hunt groups, and auto-attendant issues.
• Provide basic support for Microsoft Teams Phone and legacy PBX systems.
• Perform initial troubleshooting and guide users through resolving common telecom issues.
• Accurately create, classify, and update incident tickets in the ticketing system.
• Escalate unresolved or complex issues to Tier 2/Tier 3 telecom/network teams.
• Communicate planned maintenance, outages, and service updates to users using predefined scripts.
• Assist with password resets, account lockouts, and basic user/device provisioning.
• Monitor call queues and ensure service-level targets and high customer service quality are met.
• Document recurring issues and suggest updates for knowledge base articles.
• Collaborate with telecom engineers, network operations, and support managers to enhance call flows and reduce repeat incidents.